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A solid support tool.
What do you like best about the product?
As a company that works primarily with developers and engineering teams, it is imperative that our customer's communications arrive unmolested by our ticketing system's web parser. Freshdesk is the only product we've tested that consistently was able to deliver an unmolested message both from and to our customers.
What do you dislike about the product?
Freshdesk's built-in editor uses slash-command shortcuts that can be difficult to escape, causing occasional annoyances in the responding agent's workflow.
What problems is the product solving and how is that benefiting you?
Our biggest concern was to make sure all customers are being communicated with effectively and that no communications were being accidentally missed or dropped. Freshdesk's ticketing and SLA systems greatly improve our confidence that all customer communications are taking place promptly and no conversation is missed.
Recommendations to others considering the product:
Freshdesk is a very worthy contender for managing inbound customer communications and tracking cases both trivial and complex.
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Freshdesk
What do you like best about the product?
Freshdesk is easy to use and navigate. The support provided whenever you run into issues is top quality and they respond super fast.
What do you dislike about the product?
Sometimes creates a new ticket when a customer responds.
IT Companies automatic emails can also cause multiple tickets if they get stuck in a loop. A way for freshdesk to notice this and stop it would be brilliant.
IT Companies automatic emails can also cause multiple tickets if they get stuck in a loop. A way for freshdesk to notice this and stop it would be brilliant.
What problems is the product solving and how is that benefiting you?
Freshdesk enables us to ensure that our response times are good and the ability to identify trends such as which customers could benefit from further training.
Ultimate ticketing & Help desk software
What do you like best about the product?
1.) Easy interface that helps the first-time user to get accustomed to the software without any help of tutorials or handholding.
2.) Its ability to support both email & voice call support and converting that into tickets.
3.) Track the reports and tickets of different agents and also the leaderboard pushes the team to increase work efficiency.
2.) Its ability to support both email & voice call support and converting that into tickets.
3.) Track the reports and tickets of different agents and also the leaderboard pushes the team to increase work efficiency.
What do you dislike about the product?
1.) Sometimes the canned responses disappear while replying to any ticket and no option to add new canned responses.
2.) Their Support need to be better, I had a login issue with my account and I got a revert from them almost after 3 weeks of submitting a concern to their team.
3.) Merging the tickets from the same customer is a bit tedious and the thread doesn't follow the trial emails in a sequence.
2.) Their Support need to be better, I had a login issue with my account and I got a revert from them almost after 3 weeks of submitting a concern to their team.
3.) Merging the tickets from the same customer is a bit tedious and the thread doesn't follow the trial emails in a sequence.
What problems is the product solving and how is that benefiting you?
We are a banking startup and we are using this tool to solve identity verification(KYC) and payments-related issues via email and voice call as well. Prior to using Freshdesk, we were using sheets to manage this task where the tracking was difficult and some queries went unresolved with an impact on our customer experience.
Recommendations to others considering the product:
If your company is dealing with a heavy user base where complaints are getting ticketed, I would highly recommend Freshdesk as your ticketing and support software. Mainly for B2C, it's a great choice.
Freshdesk how it helped my team
What do you like best about the product?
Freshdesk helped us in multiple ways. It provided us a clear insight into our daily communication. My team managed hundreds of emails a day via outlook like most companies, which is fine if you only need the basics. But to provide a better customer experience, we had to understand what and how we were managing all our communications. We came into contact with Freshdesk and started a test account. We started out using the platform with one team over a year later now, and we're using it now in four different teams. We have a complete view into the main queries from customers, agents are using standard replies and standard templates, we can view our SLA's, response time, and much more.
What do you dislike about the product?
Not all can be perfect, not even Freshdesk, unfortunately. You do need a good knowledge of how all the different functions work. Freshdesk does provide a lot of articles explaining the functions within the platform and chat. Our company is based in Belgium, so it would be easier to chat with a native-speaking person.
What problems is the product solving and how is that benefiting you?
Workload insights, time management, priorities, follow-up, SLA's, uniform way of working, efficiency, automation, ...
Freshdesk as support, tracking work items and tickets.
What do you like best about the product?
In general, the overall look and feel of Freshdesk are outstanding, the setup is easy, and even if you do need assistance, their support staff is out of this world. Not once did I wait for more than 10 to 15 minutes to interact with a friendly professional consultant that will solve my query. Expanding Freshdesk with various other futures as your business grows makes Freshdesk a tool that no business can function without.
What do you dislike about the product?
We did not have any areas that we can say that we do not like about Freshdesk.
What problems is the product solving and how is that benefiting you?
We are locking all our support tickets and also using it for tracking work items, and it is working excellent.
Recommendations to others considering the product:
Freshdesk will deliver to your expectations and more.
A fresh start with FreshDesk
What do you like best about the product?
I think this product is so aptly named. Each morning I wake up looking forward to my day knowing that I have this powerful tool that can help me get by any process within my organisation. The customization on ticketing processes is the most attractive feature, coupled with the add-on applications and functionality. The omniroute setting and features are also very useful, as well as not forgetting the mobile app that offers easy, convenient access anywhere in the world.
What do you dislike about the product?
There is almost nothing to dislike about this product. Sometimes there may be a slight delay in the support team feedback or resolution but the service remains world-class nonetheless. All features and support points have served me well through the application and support teams.
What problems is the product solving and how is that benefiting you?
We have multiple Freshdesks within our orgnasitation. We are resolving tickets from both internal/external staff as well as customers. These queries range from IT Networking, Desktop, and Cloud Computing Support, as well as client orders, returns, queries, and purchases. The benefits of having real-time documented transactional history with our clients are imperative. The "paper-trail" offered by Freshdesk is crucial to our business and provides integral information for our business processes.
Recommendations to others considering the product:
Stop wasting time searching for other products. Freshdesk as well as all the other Freshworks products are amazing, affordable, and effective.
user friendly
What do you like best about the product?
userfriendly and very organized with different options for views
What do you dislike about the product?
some emails dont come in and this makes customers think we are ignoring them
What problems is the product solving and how is that benefiting you?
problems of customers in trying to reach us
Affordable Zendesk-like tool
What do you like best about the product?
The tool is intuitive and the UI is not cluttered.
Tool's Support is quite responsive.
Most plugins for FreshDesk are free of charge.
Tool's Support is quite responsive.
Most plugins for FreshDesk are free of charge.
What do you dislike about the product?
Limited dashboards and automation does not allow for greater control over what is happening.
The lack of a status page is a downside.
The customer portal is very basic.
Filters are too simplistic and lack options to set OR/AND operators.
Lack of customizable workflows in a classic sense (some automation possible)
The lack of a status page is a downside.
The customer portal is very basic.
Filters are too simplistic and lack options to set OR/AND operators.
Lack of customizable workflows in a classic sense (some automation possible)
What problems is the product solving and how is that benefiting you?
Our team uses Freshdesk to support our application by engaging clients in a customer Portal. Automation possible in the tool allows us to more efficiently manage agents' time and helps to keep our customers updated on cases.
FRESHDESK - A very handy tool for information management
What do you like best about the product?
We have not yet used all the possibilities but ...
1. It is very convenient to track queries
2. Easy to control employees
3. Can respond quickly to inquiries
4. Easy to delegate letters to employees
5. Easy communication on emails
6. All the necessary reminders that can be adjusted as you see fit
1. It is very convenient to track queries
2. Easy to control employees
3. Can respond quickly to inquiries
4. Easy to delegate letters to employees
5. Easy communication on emails
6. All the necessary reminders that can be adjusted as you see fit
What do you dislike about the product?
Achieving good results requires time for training and an understanding of the system. If you're not lazy ... You'll have an unrealistic tool
What problems is the product solving and how is that benefiting you?
We have greatly simplified communication with customers. Easily access emails via link. The customer is always informed in a timely manner and each employee sees what actions have been taken
Recommendations to others considering the product:
Everyone should have a Freshdesk. Both small and large companies
Overall it is a great tool for beginners
What do you like best about the product?
Customer Support is really amazing! Very fast and very efficient. All of the specialists are very polite and friendly!
What do you dislike about the product?
Report section, Automation rules, work in incognito mode to avoid errors, lack of formatting CRs (Email branding), strange behaviour when copy/paste a text -> that is actually a big issue.
What problems is the product solving and how is that benefiting you?
Customer Support. Problems with our App.
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